--- title: "GFI Software: responding to a customer email takes e-shops more than 21 hours on average — ZEBR.ai" description: "E-shops’ communication needs can now be handled by AI-powered email tools" url: "https://zebr.ai/en/blog/gfi-software-responding-to-a-customer-email-takes-e-shops-more-than-21-hours-on-average" markdown_url: "https://zebr.ai/en/blog/gfi-software-responding-to-a-customer-email-takes-e-shops-more-than-21-hours-on-average.md" language: "en" published: "2025-10-09T07:52:09+00:00" alternates: cs: "https://zebr.ai/cs/blog/gfi-software-reagovat-na-zakaznicky-e-mail-trva-e-shopum-v-prumeru-pres-21-hodin.md" sl: "https://zebr.ai/sl/blog/gfi-software-spletne-trgovine-v-povprecju-potrebujejo-vec-kot-21-ur-za-odgovor-na-e-posto-strank.md" sk: "https://zebr.ai/sk/blog/gfi-software-reakcia-na-zakaznicky-e-mail-trva-e-shopom-v-priemere-viac-ako-21-hodin.md" hr: "https://zebr.ai/hr/blog/gfi-software-internetskim-trgovinama-u-prosjeku-treba-vise-od-21-sat-da-odgovore-na-e-mail-kupaca.md" sr-Latn: "https://zebr.ai/sr-latn/blog/gfi-software-e-prodavnicama-je-u-proseku-potrebno-vise-od-21-sata-da-odgovore-na-e-mail-korisnika.md" bs: "https://zebr.ai/bs/blog/gfi-software-e-trgovinama-je-u-prosjeku-potrebno-vise-od-21-sat-da-odgovore-na-e-mail-kupca.md" sq: "https://zebr.ai/sq/blog/gfi-software-e-dyqaneve-u-duhen-mesatarisht-mbi-21-ore-per-t-iu-pergjigjur-nje-e-maili-te-klientit.md" fr: "https://zebr.ai/fr/blog/gfi-software-les-e-commercants-mettent-en-moyenne-plus-de-21-heures-a-repondre-aux-e-mails-des-clients.md" es: "https://zebr.ai/es/blog/gfi-software-responder-a-un-correo-electronico-de-un-cliente-tarda-a-las-tiendas-online-mas-de-21-horas-de-media.md" de: "https://zebr.ai/de/blog/gfi-software-die-beantwortung-von-kunden-e-mails-dauert-bei-online-shops-durchschnittlich-ueber-21-stunden.md" pt-BR: "https://zebr.ai/pt-br/blog/gfi-software-responder-a-um-e-mail-de-cliente-leva-aos-e-commerces-em-media-mais-de-21-horas.md" pl: "https://zebr.ai/pl/blog/gfi-software-odpowiedz-na-e-mail-klienta-zajmuje-e-sklepom-srednio-ponad-21-godzin.md" it: "https://zebr.ai/it/blog/gfi-software-i-negozi-online-impiegano-in-media-oltre-21-ore-per-rispondere-a-un-e-mail-dei-clienti.md" nl: "https://zebr.ai/nl/blog/gfi-software-webshops-doen-er-gemiddeld-meer-dan-21-uur-over-om-op-een-e-mail-van-een-klant-te-reageren.md" hu: "https://zebr.ai/hu/blog/gfi-software-egy-ugyfel-e-mailjere-adott-valasz-atlagosan-tobb-mint-21-orat-vesz-igenybe-a-webaruhazaknal.md" ro: "https://zebr.ai/ro/blog/gfi-software-magazinele-online-au-nevoie-in-medie-de-peste-21-de-ore-pentru-a-raspunde-la-un-e-mail-al-clientului.md" tr: "https://zebr.ai/tr/blog/gfi-software-e-ticaret-sitelerinin-musteri-e-postasina-yanit-vermesi-ortalama-21-saati-asiyor.md" id: "https://zebr.ai/id/blog/gfi-software-e-commerce-rata-rata-membutuhkan-lebih-dari-21-jam-untuk-merespons-email-pelanggan.md" --- [Home](https://zebr.ai/en/) [Blog](https://zebr.ai/en/blog) GFI Software: responding to a customer email takes e-shops more than 21 hours on average # GFI Software: responding to a customer email takes e-shops more than 21 hours on average [AI](https://zebr.ai/en/blog?tag=ai) [automation](https://zebr.ai/en/blog?tag=automation) [e-mail](https://zebr.ai/en/blog?tag=e-mail) [GFI Software](https://zebr.ai/en/blog?tag=gfi-software) [news](https://zebr.ai/en/blog?tag=news) [web applications](https://zebr.ai/en/blog?tag=web-applications) E-shops’ communication needs can now be handled by AI-powered email tools 09/10/2025 · 3 min read · ZEBR.ai editorial team *E-shops’ communication needs can now be handled by AI-powered email tools* **PRAGUE, October 9, 2025** – [**GFI Software**](http://www.gfi.com/), a provider of communication, security and management solutions for enterprise networks, stated that according to its findings, customers **wait an average of 21.5 hours for a response to an email enquiry sent to an e-shop**. In addition to slow responses to customer enquiries, most e-shops today also struggle with insufficient response quality and incorrectly set priorities, causing them to lose significant revenue. Competition in the e-shop segment is enormous today. Customers expect easy website navigation, quality at a reasonable price, a simple and fast purchasing process, and they also have high expectations for communication with the e-shop. According to some data, up to 90% of customers expect an immediate response to an enquiry via a chat application, are willing to wait no more than 28 seconds on the phone, and up to 88% expect a response to an email enquiry within one hour. If this does not happen, they go to the competition. GFI Software therefore tested more than 130 e-shops from around the world (including the Czech Republic and Slovakia) – from small specialist stores to large general e-shops – by sending email enquiries about products ranging from the cheapest to those costing thousands of dollars. One interesting finding is that neither the speed nor the quality of email responses is closely related to the size of the e-shop or the price of the products enquired about. Based on the survey, GFI identified the following main communication challenges: - **Long response times** – The average waiting time for a response reached 21.5 hours, ranging from 6 minutes to 22 days among the e-shops contacted. - **Emails travelling around the entire company** – Enquiries were answered by different people, often even by company CEOs (at smaller e-shops). Sometimes an email circulated throughout the company before reaching the right person, significantly extending the response time. - **Inconsistent response quality** – Many responses were very superficial and did not address the original enquiry at all; some responses even violated cybersecurity and data protection principles. - **No prioritisation based on the value of the product enquired about** – Enquiries about products of negligible value were often handled by a live operator whose labour cost exceeded the value of the product. - **Inconsistent look & feel of responses from multiple people at the same company –** Responses were often written informally, including incorrect grammar, inaccuracies, missing branding, etc. “For e-shops to be able to grow today and prevent customers from going to the competition, they must respond to their customers’ enquiries,” said **Jozef Kačala, Vice President of Global Sales Engineering at GFI Software**. “But that is not enough: these responses must arrive quickly regardless of business hours, answer the specific enquiry accurately, and be of consistent, professional quality. And because labour is becoming increasingly expensive and staff availability more difficult, artificial intelligence (AI)-based technology is proving ideal for these purposes.” [**Eloquens AI**](https://eloquens.ai/) is a tool for automating business email communication that eliminates inefficient activities in corporate email communication. Using advanced artificial intelligence technology and with options for human assistance, Eloquens is transforming the way organisations of all sizes and sectors can manage intensive email communication. The solution delivers immediate, consistent and accurate knowledge base-driven responses – 24 hours a day and in more than 160 languages. It enables routine enquiries to be handled automatically, allowing e-shop operators to focus on more complex cases and higher-value products. 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